ANALISIS PERSEPSI KEPUASAN PELANGGAN DALAM UPAYA PENGEMBANGAN MUTU PELAYANAN RAWAT INAP DI RS PKU MUHAMMADIYAH GOMBONG

Abstract

Background: PKU Muhammadiyah Gombong Hospital is Muhammadiyah Business Cahrity in health which is located in Gombong and is facing competition from other healthcare providers. There are some ways to win the competition, by providing value and satisfaction to customers with quality services. Therefore, PKU Muhammadiyah gombong Hospital must improve the quality to maintain patient satisfaction. Objectives: Analyzing the gap betqeen expectation and customer perception of quality at inpatient care in PKU Muhammadiyah Gombong Hospital. Methods: The research is a quantitative research with cross sesctional design. The study was conducted on December 1^st to 20^th November 2010 in PKU Muhammadiyah Gombong Hospital. The sample obtained was 100 people. The sampling design is a random sampling with proportional strata. The data analysis with different test average in pairs (t-test). Results: The results showed that there are significant gaps between the average expectation and perception (pConclusion: Quality of service in the RS PKU Muhammadiyah Gombong still does not meet customer expectations. Keywords: customer satisfaction, service quality